Last Updated: October 27, 2026
At PulseWear, we want you to feel confident when shopping for your medical scrubs. We encourage customers to review product descriptions, available sizes, colour options, and sizing information before placing an order.
This policy explains how to request an exchange or refund if you receive an incorrect, damaged, defective, or otherwise eligible product.
1. Return and Exchange Window
Customers should contact PulseWear within 7 days of receiving their order to request an exchange or report an issue.
To help us review your request, please provide your order number, a description of the issue, and clear photographs or videos where relevant.
Requests submitted after this period may not be accepted unless required by applicable law.
2. Eligibility for Returns and Exchanges
A product may be eligible for an exchange or return if:
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You received a damaged or defective product.
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You received an incorrect product, colour, or size compared with your confirmed order.
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An item is missing from your parcel.
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Another issue qualifies under this policy or applicable law.
All requests are subject to verification and the applicable terms below.
3. Conditions for Returned Products
Unless the product is defective, incorrect, or applicable law provides otherwise, returned products should:
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Be unused and unworn.
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Be unwashed and free from stains, odours, or damage caused after delivery.
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Have their original tags, packaging, and accessories where applicable.
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Include proof of purchase or a valid order number.
For hygiene reasons, we may restrict returns or exchanges of worn or washed medical scrubs, except where a remedy is required by applicable law.
Please contact us before sending any item back. Unauthorised returns may cause processing delays.
4. Size Exchanges
We understand that choosing the right size is important.
If you need a different size, contact us within 7 days of receiving your order. Size exchanges are subject to:
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The item's eligibility under this policy.
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Availability of the requested size.
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The condition of the returned product.
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Any applicable shipping arrangements communicated by our support team.
If your preferred size is unavailable, we will discuss the available alternatives with you.
Please consult the size guide before placing an order, as size exchanges based solely on personal preference may be subject to the conditions and costs communicated at the time of your request.
5. Damaged or Defective Products
If you receive a product that appears damaged or defective, please contact us within 7 days of delivery.
To help us assess the issue, provide:
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Your order number.
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Clear photographs or videos of the affected product.
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Photographs of the parcel and packaging, where relevant.
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A brief description of the issue.
Our team will review the information and explain the available resolution. Depending on the circumstances, this may include a replacement, exchange, repair where appropriate, or refund.
Please do not discard the product or its packaging until your claim has been reviewed.
6. Incorrect Products or Missing Items
If you receive an item that differs from your confirmed order, or if an item is missing from your parcel, please notify us within 7 days of delivery.
We will review your order details and the information provided.
Where an error is verified, we will work with you to arrange an appropriate resolution, which may include sending the correct item, replacing the incorrect product, or refunding the affected item, as applicable.
7. Refund Policy
Refunds are considered for eligible claims under this policy.
If your refund request is approved, the refund will generally be issued through the original payment method where possible. If that is not available, we will communicate an appropriate alternative.
The time required for a refund to appear in your account may vary depending on the payment provider, bank, and payment method.
Any applicable refund amount and processing details will be communicated to you after your request has been reviewed.
8. Shipping Charges for Returns and Exchanges
Shipping arrangements depend on the reason for the request.
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Verified incorrect, damaged, or defective items: PulseWear will communicate the return and replacement arrangements and applicable shipping responsibility in accordance with the circumstances and applicable law.
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Size exchanges or preference-based requests: Customers may be responsible for applicable shipping charges where permitted and communicated in advance.
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Other approved returns: Any applicable shipping costs will be explained before the return is arranged.
Please do not ship a product back before receiving instructions from our customer support team.
9. Products That May Not Qualify
A return or exchange request may be declined where a product:
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Has been worn, washed, or used beyond what is reasonably necessary to inspect it.
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Has been damaged through misuse, improper washing, or handling after delivery.
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Is returned without the required information or outside the applicable return window.
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Does not meet the eligibility requirements communicated under this policy.
These restrictions do not exclude remedies that customers are entitled to under applicable law.
10. Order Cancellations
Order cancellations are handled separately from returns and exchanges.
If you wish to cancel an order, contact us as soon as possible. Cancellation may be possible before processing or dispatch, but cannot be guaranteed once an order has been dispatched.
Please review our Order Cancellation Policy for further information.
11. How to Request a Refund or Exchange
Follow these steps to submit your request:
Step 1: Contact our customer support team within 7 days of delivery.
Step 2: Provide your order number, registered phone number, and the reason for your request.
Step 3: Share photographs or videos if the issue involves damage, a defect, or an incorrect item.
Step 4: Wait for our team to review your request and provide return or exchange instructions.
Step 5: Follow the instructions provided so we can process your request appropriately.
12. Contact Us
For refund, return, or exchange enquiries, contact:
PulseWear Medical Scrubs
Call / WhatsApp: 0339 1401299
Email: infopulsewearscrubs@gmail.com
Please include your order number whenever contacting us about an existing purchase.
Our Commitment
At PulseWear, we value your trust and aim to handle eligible product concerns fairly and transparently.
Thank you for choosing PulseWear and allowing us to be part of your professional journey.
PulseWear — Wear Your Healing Aura